Walmart updates return and refund policy

Recently, Walmart released an email to sellers, revealing its new return and refund policy, which will take effect on April 17.

The email shows that Walmart will update the "Customer Service Request Policy" and "Return Policy", and sellers in all markets should be informed in a timely manner and make adjustments. The email also stated that this move is to improve the refund and return experience of Walmart sellers and customers and attract more customers.

It is reported that the "Customer Service Request Policy" stipulates that Walmart's customer service center may adjust some customer services such as refund orders, process returns or cancel orders on behalf of sellers, and refund buyers who claim that they have not received the goods.

Walmart said: "We hope that by managing through Walmart, we can avoid some unnecessary claims, reduce the workload of sellers' customer service staff, and avoid contacting a large number of buyers, thereby reducing sellers' operating costs."

Walmart also gives sellers the right to express their opinions. It is reported that within 45 days from the date of issuing the payment report , sellers can directly raise any objections to the Walmart customer service processing results on the payment dashboard of the seller center. If the buyer contacts the seller directly, the seller can respond within 48 hours, otherwise it will be handled by Walmart.

At the same time, except for some special cases, sellers on the Walmart platform need to be responsible for all return shipping costs to provide online shoppers with a better return experience. It is reported that Walmart will no longer subsidize shipping costs for returns due to "Changed Mind". Sellers can continue to use low-cost delivery services through Walmart's return service system RSS.

This policy immediately caused dissatisfaction among Walmart sellers. Some sellers believed that Walmart was clearly trying to seize the sellers' actual control over refunds and customer service.

It is reported that Amazon has also released a new return policy. In this regard, some sellers have been complaining that the new policy has many bugs and it is difficult to protect the interests of sellers.

Many sellers said that these new return and refund policies will lead to an increase in returns and even malicious returns.

Walmart

Return and Refund

Seller